Customer Service
At First Class Business Solutions we realise that the office equipment supplied is only as good as the service provided. That is why every service agreement can be tailored to meet the specific needs of a client.
A high level of customer care is maintained by understanding the importance of prompt and efficient office equipment service and copier support. Dedicated account managers ensure clients receive a complete solution from start to finish and our service team takes pride in ensuring the long-term reliability of the equipment supplied.
Customers can be confident that all solutions are supported by a team of experienced, qualified engineers and that First Class Business Solutions operate to industry recognised service standards. Knowledge and expertise are continually upgraded and sufficient spare parts are held to ensure an efficient response.
All support is accessible via direct links to the people concerned and all levels of management are accessible, allowing decisions to be taken quickly and without fuss.
At First Class Business Solutions customer care is designed to provide clients with long-term peace of mind via friendly, efficient and effective service.
Our Commitments to Your Service
Guaranteed Service Response Time
Our target response time is guaranteed to respond to your request for Service, which is recorded at our Service centre during our working hours 9 am to 5.00 pm, Monday to Friday.
- Within four average working hours for new colour printers, copiers and for new monochrome digital printers and copiers that produce 35 or more prints per minute as per our ‘After Sales Service Pledge’ document.
- Within eight working hours for new facsimile machines.
- Within eight working hours for all other new copiers, printers and photocopiers.
Compensation
If we fail to meet our guarantees, we will pay you compensation of £50.00 or one months copy volume, which ever is the lesser, for each occasion unless the circumstances that caused the failure were outside our control or you have failed to pay our invoices.
Training
We will train your members of staff free of charge for up to one hour. Any extra training given, if requested by you, will be chargeable at our standard rate.
Three Year Satisfaction Guarantee
If the equipment purchased or leased from us can be reasonably deemed, within 3 years of installation, not to be performing the function for which it was intended, we will replace it with an identical or similar model.
Qualified Engineers
Our Engineers are trained by our award winning Service Division and by the manufacturers, who are our strategic partners.
Service Performance Reviews
To enable you to monitor our performance, you may request summaries of your copier and printer equipment's reliability and our meeting of response times.
Preventative Maintenance
We aim to prevent machine malfunction as opposed to reacting to it. Preventative maintenance is carried out at regular intervals as specified by the manufacturer.
Rethink Redefine Resolve
Head Office: 43 - 45 Park Farm Industrial Estate ▪ Ermine Street ▪ Buntingford ▪ Hertfordshire ▪ SG9 9AZ
London Office: 271 Regent Street ▪ London ▪ W1B 2ES
First Class Business Solutions Ltd
Reg. in England : 2979465 VAT Registration No. : 632 4820 55
